CN114140012A

CN114140012A - Customer service personnel dispatching method, device, equipment, storage medium and system

Info

Publication number: CN114140012A
Application number: CN202111493813.5A
Authority: CN
Inventors: 杨娟; 夏云顶; 米凡
Original assignee: Guangzhou Pinwei Software Co Ltd
Current assignee: Guangzhou Pinwei Software Co Ltd
Priority date: 2021-12-08
Filing date: 2021-12-08
Publication date: 2022-03-04

Abstract

The application discloses a customer service personnel dispatching method, a customer service personnel dispatching device, customer service personnel dispatching equipment, a storage medium and a customer service personnel dispatching system, wherein the customer service personnel dispatching method comprises the following steps: for each service line: acquiring the workload to be distributed, the labor for scheduling and the support labor of the service line within a preset time; subtracting the existing workload from the workload to be distributed based on the scheduling manpower and the existing workload which can be processed by the support manpower of the service line to obtain the workload which needs to be scheduled in the preset time of the service line; and generating a personnel dispatching strategy of the service line according to the workload to be dispatched. The e-commerce customer service system can dispatch personnel according to the personnel dispatching strategy, can follow up the work order requirements of each service line in time, and promotes the benign development of the e-commerce service system.

Description

Customer service personnel dispatching method, device, equipment, storage medium and system

Technical Field

The application relates to the technical field of e-commerce service application, in particular to a customer service staff dispatching method, a customer service staff dispatching device, customer service staff dispatching equipment, a customer service staff dispatching storage medium and a customer service staff dispatching system.

Background

In the e-commerce customer service background, when the number of the work orders to be processed of each service line is not matched with the follow-up manpower, in order to avoid the condition that the work orders are not processed by people or processed by hysteresis, additional allocation needs to be carried out according to the aging condition of the work orders and the available manpower and personnel skills.

At present, personnel needing additional allocation are basically determined through manual monitoring, the manual allocation mode consumes a large amount of time, manpower cannot be scheduled in time, the processing time of work orders is prolonged, the operation process is complex and repeated, the requirement of the existing business lines on the follow-up time of the work orders cannot be met, and the sustainable development of business is not facilitated.

Disclosure of Invention

In view of this, the present application provides a method, an apparatus, a device, a storage medium, and a system for dispatching customer service personnel, so as to implement automatic dispatching of customer service personnel.

In order to achieve the above object, a first aspect of the present application provides a customer service staff dispatching method, including:

for each service line:

acquiring the workload to be distributed, the labor for scheduling and the support labor of the service line within a preset time;

subtracting the existing workload from the workload to be distributed based on the scheduling manpower and the existing workload which can be processed by the support manpower of the service line to obtain the workload which needs to be scheduled in the preset time of the service line;

and generating a personnel dispatching strategy of the service line according to the workload to be dispatched.

Preferably, the process of acquiring the workload to be allocated of the service line includes:

acquiring the number of the unallocated work orders of the service line in a preset time and the workload weight corresponding to each unallocated work order;

and calculating to obtain the workload to be distributed according to the number of the work orders which are not distributed in the preset time and the workload weight corresponding to each work order which is not distributed.

Preferably, the process of acquiring the scheduling manpower of the service line within the preset time includes:

acquiring online personnel of the service line within preset time according to the scheduling information of the service line;

acquiring the proficiency value of each online person and the total online time within the preset time;

and calculating the scheduling manpower of the service line in the preset time according to the proficiency value of each online person and the total online time.

Preferably, the process of generating the staff dispatching strategy of each service line according to the workload to be dispatched includes:

if the service lines with the workload to be scheduled and the negative value exist in all the service lines, setting a scheduling boundary value to be 0, and generating a personnel dispatching strategy of each service line by adopting a preset scheduling rule based on the scheduling boundary value;

and if the workloads of all the service lines needing to be scheduled are positive values, setting the scheduling boundary value as the average value of the workloads of all the service lines needing to be scheduled, and generating the personnel dispatching strategy of each service line by adopting a preset scheduling rule based on the scheduling boundary value.

Preferably, the process of generating the personnel dispatching strategy of each service line by using a preset dispatching rule based on the dispatching boundary value includes:

determining the personnel to be dispatched for each service line according to the sequence of the workload to be dispatched from large to small;

determining the service line with the workload less than the scheduling boundary value to be a target calling service line;

for the target calling out service line with the workload to be scheduled being a negative value:

and determining the called personnel from the target calling service line according to the sequence of the workload to be scheduled from small to large.

Preferably, the process of determining the called person from the target calling service line comprises:

acquiring an unscheduled and skill-matched personnel set in a target calling-out service line;

and determining the called personnel from the personnel set according to a rule of manpower priority or time priority.

The second aspect of the present application provides a customer service personnel dispatching device, including:

the data acquisition unit is used for acquiring the workload to be distributed, the labor for scheduling and the support labor of the service line within the preset time;

the workload calculation unit is used for subtracting the existing workload from the workload to be distributed based on the scheduling manpower and the existing workload which can be processed by the supporting manpower of the service line to obtain the workload which needs to be scheduled in the preset time of the service line;

and the strategy generating unit is used for generating the personnel dispatching strategy of the service line according to the workload needing to be dispatched.

A third aspect of the present application provides a customer service staff dispatching device, comprising: a memory and a processor;

the memory is used for storing programs;

the processor is used for executing the program to realize the steps of the customer service personnel dispatching method.

A fourth aspect of the present application provides a storage medium having a computer program stored thereon, wherein the computer program, when executed by a processor, implements the steps of the customer service personnel dispatching method as described above.

A fifth aspect of the present application provides a customer service staff dispatching system, including:

the data query unit is used for querying the work order information and the scheduling information;

the dispatching service unit is used for generating personnel dispatching strategies of all service lines according to the customer service personnel dispatching method;

the scheduling reminding unit is used for reminding the personnel to be scheduled;

and the scheduling configuration unit is used for configuring the service line, the personnel skill and the scheduling rule.

According to the technical scheme, the method comprises the following steps of for each service line of the e-commerce customer service: acquiring the workload to be distributed, the labor for scheduling and the support labor of the service line within a preset time; subtracting the existing workload from the workload to be distributed based on the scheduling manpower and the existing workload which can be processed by the support manpower of the service line to obtain the workload which needs to be scheduled in the preset time of the service line; and generating a personnel dispatching strategy of the service line according to the workload to be dispatched. The e-commerce customer service system can dispatch personnel according to the personnel dispatching strategy, can follow up the work order requirements of each service line in time, and promotes the benign development of the e-commerce service system.

Drawings

In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly introduced below, it is obvious that the drawings in the following description are only embodiments of the present application, and for those skilled in the art, other drawings can be obtained according to the provided drawings without creative efforts.

FIG. 1 is a schematic diagram of a customer service personnel dispatching method disclosed in an embodiment of the present application;

FIG. 2 illustrates a customer service representative shift and skill level disclosed in an embodiment of the present application;

FIG. 3 is a schematic diagram of a customer service personnel dispatch system as disclosed in an embodiment of the present application;

FIG. 4 illustrates a schematic diagram of a data query interface disclosed in an embodiment of the present application;

FIG. 5 illustrates a schematic diagram of a work order timeout scheduling page disclosed in an embodiment of the present application;

fig. 6 illustrates a schematic diagram of a tick timeout point disclosed in an embodiment of the present application;

FIG. 7 is a flow chart of personnel dispatch disclosed in an embodiment of the present application;

FIG. 8 is a diagram illustrating scheduling query results disclosed in an embodiment of the present application;

FIG. 9 illustrates a schematic diagram of a configuration of a service line disclosed in an embodiment of the present application;

FIG. 10 illustrates a schematic diagram of configuring a human skill as disclosed in an embodiment of the present application;

FIG. 11 illustrates a schematic diagram of a configuration of scheduling rules disclosed in an embodiment of the present application;

FIG. 12 is a schematic diagram of a customer service personnel dispatching device disclosed in an embodiment of the present application;

fig. 13 is a schematic diagram of a customer service personnel dispatching device disclosed in an embodiment of the present application.

Detailed Description

The technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.

The customer service staff dispatching method provided by the embodiment of the application is described below. Referring to fig. 1, the customer service staff dispatching method provided in the embodiment of the present application may generate a staff dispatching policy corresponding to each service line, and specifically may include the following steps:

step S100, acquiring the workload to be distributed, the labor for scheduling and the support labor of the service line in the preset time.

Wherein, the manpower is consistent with the measurement unit of the workload and is used for representing the workload which can be processed.

The preset time may be within 2 hours, within 4 hours, 22:00 hours of the day, 10:30 hours of the next day, 12:00 hours of the next day, etc.

The amount of work to be allocated is related to the number of work orders that have not been allocated within the predetermined time and the weight of the work orders. Wherein the weight of the work order characterizes the processing difficulty or complexity of the work order.

And step S200, subtracting the scheduling manpower and the supporting manpower of the service line from the workload to be distributed to obtain the workload to be scheduled of the service line within the preset time.

Specifically, the existing workload is subtracted from the workload to be allocated based on the existing workload that can be handled by the manpower and the support manpower for the shift of the service line.

The labor for scheduling the service line refers to the labor for scheduling the service line, and the support labor for the service line refers to the difference between the called-in support labor and the called-out support labor. Further, the called-in support labor is the labor dispatched from the other business line to support, and the called-out support labor is the labor dispatched from the business line to support the other business line.

Since the manpower is consistent with the measurement unit of the workload and is used for representing the workload which can be processed, the manpower for scheduling and the supporting manpower of the service line represent the workload which can be processed by all the manpower in the service line.

If the workload to be scheduled is a positive value, it means that the service line needs to be supported; otherwise, it means that the service line does not need to be supported, and manpower can be dropped to support other service lines.

And step S300, generating a personnel dispatching strategy of the service line according to the workload needing to be dispatched.

The personnel dispatching strategy comprises which time periods are dispatched from service lines to service lines for support.

The application aims at each service line of e-commerce customer service: acquiring the workload to be distributed, the labor for scheduling and the support labor of the service line within a preset time; subtracting the scheduling manpower and the support manpower of the service line from the workload to be distributed to obtain the workload of the service line to be scheduled in the preset time; and generating a personnel dispatching strategy of the service line according to the workload to be dispatched. The e-commerce customer service system can dispatch personnel according to the personnel dispatching strategy, can follow up the work order requirements of each service line in time, and promotes the benign development of the e-commerce service system.

In some embodiments of the present application, the step S100 of obtaining the workload to be allocated of the service line may include:

and S11, acquiring the number of the unallocated work orders of the service line in the preset time and the workload weight corresponding to each unallocated work order.

And S12, calculating the workload to be distributed according to the number of the unallocated work orders in the preset time and the workload weight corresponding to each unallocated work order.

For example, if a certain service line should allocate and unallocated work orders within a certain period of time include a class a work order and a class B work order, where the workload weight of the class a work order is 20, the workload weight of the class B work order is 10, the class a work order has 2 orders, and the class B work order has 3 orders, the workload to be allocated may be calculated as:

the workload to be distributed is 2 × 20+3 × 10-70

That is, the amount of work to be allocated is finally calculated to be 70.

In some embodiments of the application, the process of acquiring the scheduling manpower of the service line within the preset time in the step S100 may include:

and S21, acquiring the online personnel of the service line within the preset time according to the scheduling information of the service line.

Wherein, the online personnel are online customer service personnel. Specifically, the scheduling information includes information such as job number information, scheduling start time, scheduling end time, and the like of the customer service staff, and the online state and online time period of the customer service staff can be known according to the scheduling information.

And S22, acquiring the proficiency value of each online person and the total online time in the preset time.

Wherein the proficiency level represents the amount of work that a customer service person can handle per unit time. And according to the proficiency value and the total online time of the customer service staff, the total workload which can be processed by the customer service staff can be calculated.

And S23, calculating the scheduling manpower of the service line in the preset time according to the proficiency value and the total online time of each online person.

For example, for the shift schedule and proficiency values in FIG. 2, 3 people are expected to be scheduled from the current time to 22: 00: the proficiency values of the customer service person A, the customer service person B and the customer service person C are respectively 200/half hour, 150/half hour and 100/half hour, and then the manpower for scheduling in the time period from the current time to 22:00 can be calculated as follows:

manpower for shift arrangement is 6 × 2 × 200+7 × 2 × 150+1 × 2 × 100 ═ 4700

That is, the manual labor for scheduling in this time period from the current time to 22:00 is 4700.

In some embodiments of the present application, referring to fig. 7, the step S300 of generating the staff dispatching policy for each service line according to the workload to be dispatched may include:

and S1, if there are both the service lines with the workload to be scheduled being a positive value and the service lines with the workload to be scheduled being a negative value in all the service lines, setting the scheduling boundary value to 0, and generating the personnel dispatching strategy of each service line by adopting a preset scheduling rule based on the scheduling boundary value.

The preset scheduling rule with the scheduling boundary value of 0 is also called a positive and negative scheduling rule.

And S2, if the workload to be scheduled of all the service lines is a positive value, setting the scheduling boundary value as the average value of the workload to be scheduled of all the service lines, and generating the personnel dispatching strategy of each service line by adopting a preset scheduling rule based on the scheduling boundary value.

The scheduling boundary value is a preset scheduling rule of an average value of the workloads to be scheduled of all the service lines, and is also called an average scheduling rule.

It can be understood that if the workload to be scheduled of all the service lines is negative, which means that there is excessive manpower for all the service lines, no personnel scheduling is required.

In some embodiments of the application, the process of generating the staff dispatching policy for each service line by using the preset dispatching rule based on the dispatching boundary value in S1 or S2 may include:

and S11, determining the personnel to be called for each service line according to the sequence of the workload to be scheduled from large to small.

This can be done to the priority processing of the service line with larger workload to be scheduled.

And S12, determining the service line with the workload less than the scheduling boundary value to be the target calling service line.

In the case where the scheduling boundary value is set to 0 in S1, the traffic line whose workload to be scheduled is less than 0 is determined as the target callout traffic line, which means that if there is a remaining amount of manpower, the traffic line is determined as the target callout traffic line, and redundant manpower is dispatched from the traffic line to support other traffic lines.

In the case where the scheduling boundary value is set to the average value of the workloads to be scheduled of all the service lines in S1, the service line whose workload to be scheduled is smaller than the average value is determined as the target call-out service line, which means that although each service line is lack of manpower, the manpower is dispatched to support other service lines from the service line whose manpower gap is small, that is, the service line whose workload to be scheduled is smaller than the average value.

S13, for the target calling service line with the workload to be scheduled being a negative value: and determining the called personnel from the target calling service line according to the sequence of the workload to be scheduled from small to large.

This makes it possible to give preference to the business line with a large surplus of manpower, so as to support other business lines. For example, assume that traffic line A requires a modulation amount of-100 and traffic line B requires a modulation amount of-20. Then, according to the order from small to large of the workload to be dispatched, the personnel are dispatched from the service line A preferentially.

In some embodiments of the present application, the step of determining the called person from the target calling service line at S13 may include:

s131, acquiring an unscheduled and skill-matched personnel set in the target calling service line.

And S132, determining called personnel from the personnel set according to the rule of manpower priority or frequency priority.

The customer service person dispatching system provided by the embodiment of the application is described below. Referring to fig. 3, the customer service staff dispatching system provided in the embodiment of the present application may include:

the data query unit 10 is used for querying the work order information and the scheduling information;

the dispatching service unit 20 is used for generating personnel dispatching strategies of all service lines according to the customer service personnel dispatching method;

the scheduling reminding unit 30 is used for reminding the personnel to be scheduled;

and the scheduling configuration unit 40 is used for configuring the service lines, the personnel skills and the scheduling rules.

The data query unit 10 may be a data monitoring signboard for the on-site work order pending capacity and the manpower to be scheduled, and provides information such as whether the on-site manpower is saturated or not and whether the on-site manpower needs to be scheduled or not for monitoring personnel.

Illustratively, the software interface of the data query unit 10 may be as shown in fig. 4. Referring to fig. 4, the header of the table of the interface is described as follows:

scheduling time: and automatically scheduling the execution time of the task, wherein the default is to perform scheduling in a whole-time or half-time mode, and the scheduling time is configurable.

Service group (online): and grouping according to service lines, such as distributing two-line groups, after-sales two-line groups, business two-line groups and the like.

Throughput required (single): and when the current time is reached, the amount of the work orders which are not finalized is calculated.

Reply timeout (single): and finally, the total number of the unslotted work orders with the recovery time before the current moment is required.

Expected time-out of commitment at a certain time (singleton): and finally, the total number of the unslotted work orders with the recovery time before a certain moment is required. Wherein, the time can be configured when the maximum 3 times are 22:00 hours, the next day 10:30 hours and the next day 12:00 hours.

Currently, single volume/workload needs to be scheduled: finally, the reply time is required to be before the current time and the workload of the undispatched work order.

I.e. no dispatch/dispatch workload on timeout:

namely timeout unassigned: finally, requiring the reply time to be within 2 hours of the current time and the workload of the undistributed work order;

workload to be scheduled:

manpower-support-manpower for scheduling of pending timeout-current line

Predicting the no-dispatch/need-dispatch workload at a time-out: similar to the already-overtime unassigned/scheduled workload, wherein a certain time is at most 3, 22:00 hours, 10:30 hours next day, and 12:00 hours next day, the time can be configured.

In addition, the list in FIG. 4 contains hyperlinks, such as reply timeout (single) column, upcoming timeout unassigned column, contents of timeout unassigned column in anticipation of a time.

Clicking hyperlinks in these columns opens a work order timeout scheduling page and displays the corresponding work orders, as shown in fig. 5.

The check-out time points in fig. 4 are used to define the monitoring conditions. Illustratively, if 22:00 is checked out on the day, two columns of expected 22:00 commitment timeout, expected 22:00 timeout unassigned/scheduled workload, are displayed on the list, and the unchecked time point is not displayed.

Referring to FIG. 6, the default selectable options are three options at 22:00 of the day, 10:30 of the next day, and 12:00 of the next day. Wherein, other time effects can be configured in the background, but at most 3 items are selected.

The button function in fig. 4 is described below.

Refreshing: clicking the refresh button may refresh manually.

And (3) deriving: list data for the current kanban is derived.

Importing a classification workload: popping up and selecting an Excel format file, wherein the format is as follows: first class classification, second class classification, third class classification, workload weight (score) 4 columns, without title.

1) The classification can be refined to three-level classification, only one-level or two-level classification can be filled, and the two-level and three-level classification is left empty, and then all the sub-classifications are obtained.

2) After import, if this classification already exists, the old configuration is overwritten. If the format does not match then it is ignored.

And prompting that the classification workload is successfully imported after the import is successful.

Service line configuration: and opening a new page loading service line configuration interface.

Personnel skill configuration: and opening a new page loader skill configuration interface.

And (3) scheduling rules: and popping up a scheduling rule configuration interface.

Scheduling logs: and opening a new page to load the automatic scheduling service log query.

Referring to fig. 7, the scheduling service unit 20 is mainly configured to perform reasonable scheduling on the customer service staff between the service lines according to a certain rule and according to the work order overtime non-dispatch amount of each service line on site and in combination with the scheduling and skill of the on-site manpower, and the scheduling policy is a staff scheduling policy generated by the customer service staff scheduling method.

Wherein, the scheduling condition of the scheduling service unit 20 can be queried through the data query unit 10. Fig. 8 illustrates the results of a query for the case of one-time scheduling and the case of job completion during agent scheduling.

The screening conditions include date field, dispatching batch number, original service line and calling service line. The meaning and operation of each item are as follows:

and (4) date section: by default today, the start and end times may be chosen to be within a month apart.

Dispatching batch number: the unique number generated when scheduling is automatically performed is expressed by time of year, month and day, such as 2108081200 (the lot number of the last scheduling is defaulted, and is optional and can be input).

Original service line: all service lines can be selected more.

Calling a service line: all service lines can be selected more.

Display results (page-turnable): including customer service number, name, group, original service line, scheduling start/end time, scheduling duration, scheduling unit (the assigned unit of the current scheduling) and workload (the sum of unit classification and weight).

The dispatch reminding unit 30 gives a reminder to the person to be dispatched, for example, pops up in the work page of the customer service staff: "Note: you are temporarily dispatched to the XXXX service line until dd day hh: mm ", which cancels the prompt when called out.

The scheduling configuration unit 40 may configure the service lines, the personnel skills and the scheduling rules.

FIG. 9 illustrates configuring the functional scope of work order processing for each business line, including the intersection of the work order processing group and the classification of the work order, for the configuration of the business lines.

When no query condition is made on the scheduling configuration page, the following fields may be displayed:

service line ID: a unique ID.

Service line: a service line name.

Treatment group: there may be more than one current processing group of work orders processed by the service line.

And (4) classification: if the work order classification processed by the service line is not configured, the classification is displayed (all), and if the classification is configured, the classification is displayed (part).

Whether to participate in scheduling: whether or not call in and call out will be engaged in the automated dispatch service.

The operation is as follows: and clicking a skill link of the personnel, opening a skill configuration interface of a new page loading personnel, defaulting the skill as the current service line, and executing the query.

And a new service line can be added by clicking an adding button on the scheduling configuration page, the name of the service line can also be clicked to modify the new service line, and a service line configuration new adding/modifying page is popped up after clicking.

Wherein, newly-increased mode: the fields are all empty by default. And a plurality of groups can be selected, if the classification is null, whether the groups are repeated or not needs to be checked during submission, and if the groups are repeated, new addition cannot be submitted.

And (3) modifying the mode: the service line information is loaded, and uniqueness in addition to the service line information needs to be checked when the service line information is submitted.

Fig. 10 illustrates a configuration for the skills of the person including a line of business and proficiency that can be handled, and the like.

The human skills may be queried prior to configuration. The query conditions comprise job numbers, skill service lines, skill levels (selectable primary, middle, high and deep), job order classification (fuzzy search) and the like.

Wherein, the job number and the name are respectively the job number and the name of the customer service staff; the technical service lines are service lines which can be processed by customer service personnel, and the number of the service lines can be multiple; the work order classification is some classifications of work orders which can be processed by customer service personnel, if the work orders are not configured, the work orders are displayed (not), and if the work orders are configured in a classification mode, the corresponding work order classification is displayed; skill levels include primary, intermediate, advanced, senior, and the like.

The button function of the person skill configuration page is described below.

Introducing: and (4) importing seat skills in batches.

Clicking a button to pop up and select an Excel format file, wherein the format is as follows: job number, service line ID (with multiple commas separated), category ID (with multiple commas separated, and one or two or three levels can be configured), skill level

And (3) grade configuration: the level of proficiency is set.

And (4) popping up a configuration page, wherein the page can not add the new grade but can modify the proficiency (set by taking 30 minutes as a unit) corresponding to the grade. The value range is 0-1000, and the editing can be effectively carried out.

Fig. 11 illustrates the configuration of the scheduling rules, and the function may configure the relevant rules of the automatic scheduling service, specifically including the scheduling rules, the callout priority and the callout interval.

Specifically, the scheduling rules include positive and negative scheduling rules, an average scheduling rule, and an integrated scheduling rule.

The positive and negative scheduling is to set a scheduling boundary value to be 0, determine a service line with the workload less than the scheduling boundary value to be a target calling-out service line, and for the target calling-out service line with the workload being a negative value: determining dispatched personnel from a target dispatching service line according to the sequence of the workload to be dispatched from small to large; and determining the personnel to be dispatched for each service line according to the sequence of the workload to be dispatched from large to small.

The average scheduling rule is to set the scheduling boundary value as the average value of the workload to be scheduled of all the service lines, determine the service line of which the workload to be scheduled is less than the scheduling boundary value as a target calling-out service line, and for the target calling-out service line of which the workload to be scheduled is a negative value: determining dispatched personnel from a target dispatching service line according to the sequence of the workload to be dispatched from small to large; and determining the personnel to be dispatched for each service line according to the sequence of the workload to be dispatched from large to small.

The comprehensive scheduling rule is that when the service line needing the scheduling number contains positive and negative conditions, a positive and negative scheduling rule is adopted; and when all the service lines needing scheduling are positive, adopting an average scheduling rule.

The options for calling out the priority include time priority and human priority. The method comprises the steps that firstly, the manpower is firstly dispatched to the customer service personnel with more manpower in a certain overtime period among the customer service personnel in a set so as to reduce the number of dispatched personnel as much as possible; the priority of the times is that the customer service personnel who have a schedule in a certain overtime period but have a small scheduling number are preferentially scheduled to average the scheduling number as much as possible.

The calling interval is used for configuring the interval for executing the scheduling service, and the interval range is 30-180 minutes.

The customer service staff dispatching system provided by the embodiment of the application realizes automatic dispatching by individually configuring staff skills and an intelligent dispatching algorithm, and greatly reduces operation cost including labor cost and time cost. The system realizes a plurality of tasks such as intelligent scheduling, monitoring and tracking by one key, and supports configuration of a plurality of sets of scheduling rules and personnel skill levels. The speed of solving the customer complaint problem is greatly improved, so that the scheduling arrangement is more in line with the actual operation and is more personalized.

The customer service person dispatching device provided in the embodiment of the present application is described below, and the customer service person dispatching device described below and the customer service person dispatching method described above may be referred to in correspondence with each other.

Referring to fig. 12, a customer service staff dispatching device provided in the embodiment of the present application may include:

the data acquisition unit 21 is configured to acquire a workload to be allocated, a scheduling labor and a support labor of the service line within a preset time;

the workload calculation unit 22 is configured to subtract the existing workload from the workload to be allocated based on the scheduled workload of the service line and the existing workload which can be handled by the support manpower, so as to obtain the workload which needs to be scheduled by the service line within the preset time;

and the strategy generating unit 23 is configured to generate a staff dispatching strategy of the service line according to the workload to be dispatched.

In some embodiments of the present application, the process of acquiring the workload to be allocated of the service line by the data acquiring unit 21 includes:

In some embodiments of the application, the process of acquiring the scheduling manpower of the service line within the preset time by the data acquiring unit 21 includes:

In some embodiments of the present application, the process of generating the staff dispatching policy of each service line by the policy generating unit 23 according to the workload to be dispatched includes:

In some embodiments of the present application, the process of generating the staff dispatching policy of each service line by the policy generating unit 23 according to the preset dispatching rule based on the dispatching boundary value includes:

In some embodiments of the present application, the process of determining the called person from the target calling service line by the policy generating unit 23 includes:

The customer service personnel dispatching device provided by the embodiment of the application can be applied to customer service personnel dispatching equipment such as a computer. Optionally, fig. 13 is a block diagram illustrating a hardware structure of the customer service personnel dispatching device, and referring to fig. 13, the hardware structure of the customer service personnel dispatching device may include: at least one processor 31, at least one communication interface 32, at least one memory 33 and at least one communication bus 34.

In the embodiment of the present application, the number of the processor 31, the communication interface 32, the memory 33 and the communication bus 34 is at least one, and the processor 31, the communication interface 32 and the memory 33 complete the communication with each other through the communication bus 34;

the processor 31 may be a central processing unit CPU, or an application Specific Integrated circuit asic, or one or more Integrated circuits configured to implement embodiments of the present application, etc.;

the memory 32 may comprise a high-speed RAM memory, and may further comprise a non-volatile memory (non-volatile memory) or the like, such as at least one disk memory;

wherein the memory 33 stores a program and the processor 31 may invoke the program stored in the memory 33, the program being for:

for each service line:

Alternatively, the detailed function and the extended function of the program may be as described above.

Embodiments of the present application further provide a storage medium, where a program suitable for execution by a processor may be stored, where the program is configured to:

for each service line:

In summary, the following steps:

Finally, it should also be noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in a process, method, article, or apparatus that comprises the element.

The embodiments in the present description are described in a progressive manner, each embodiment focuses on differences from other embodiments, the embodiments may be combined as needed, and the same and similar parts may be referred to each other.

The previous description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present application. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the application. Thus, the present application is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.

Claims

1. A customer service personnel dispatching method is characterized by comprising the following steps:

for each service line:

2. The method of claim 1, wherein the process of obtaining the workload to be allocated for the service line comprises:

3. The method of claim 1, wherein the process of acquiring the manpower of the shift of the service line within the preset time comprises:

4. The method of claim 1, wherein the process of generating the staff dispatching strategy for each service line according to the workload to be dispatched comprises:

5. The method of claim 4, wherein the step of generating the staff dispatching strategy for each service line by using a preset dispatching rule based on the dispatching boundary value comprises:

6. The system of claim 5, wherein the process of identifying a called person from a targeted calling line comprises:

7. A customer service personnel dispatch device, characterized by, includes:

8. A customer service personnel dispatch device, comprising: a memory and a processor;

the memory is used for storing programs;

the processor is used for executing the program and realizing the steps of the customer service personnel dispatching method according to any one of claims 1-6.

9. A storage medium having stored thereon a computer program, wherein the computer program, when executed by a processor, performs the steps of the customer service personnel dispatching method as claimed in any one of claims 1 to 6.

10. A customer service personnel dispatch system, comprising:

the dispatching service unit is used for generating personnel dispatching strategies of all service lines according to the customer service personnel dispatching method of any one of claims 1-6;